Desktop Support Technician

4 days ago

Cape Town, South Africa Tracking Talent Full time

KEY INFORMATION

TITLE:
Desktop Support Technician

REPORTING LINE:
Head of Desktop Support

LOCATION:
BUSINESS UNIT:
PURPOSE OF THE ROLE

The IT Desktop support team is responsible for providing desktop services for our Clients owned desktop / laptop devices that connect to the network. It is a key role aimed at providing professional, efficient service to a wide range of users.

DUTIES AND RESPONSIBILITIES

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Desktop Support Technician is to provide second line support for all staff.
- Responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
- To assist all our users with any logged IT related incident when called upon
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
- To accurately record, update and document requests using the IT service desk system
- To install and configure new IT equipment
- To resolve incidents and upgrade different types of software and hardware
- To resolve incidents with printers, copiers, and scanners
- To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation
- To be a highly motivated team player with the skills and ability to manage changing priorities
- To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
- Maintain and resolve issues on VoIP telephone, Biometric, Video systems and other computing equipment

REQUIRED EXPERIENCE
- 3-5 years related experience in a similar Desktop Support position with an excellent understanding of Windows 8 + as well as an excellent understanding of Microsoft Office Suite.

REQUIRED QUALIFICATIONS

Matric as a minimum

Preference for a related qualification MSCE

KEY COMPETENCIES
- Integrity and discretion
- High attention to detail
- Able to take initiative and ownership
- Strong problem-solving ability
- Able to work independently
- A positive team player
- Articulate in communicating technical issues
- Highly methodical and follows tasks through to completion

WHY THIS ROLE?

This is a fantastic opportunity to join a close-knit IT team and take on a varied role where you will be responsible for providing desktop services for the Group, across multiple jurisdictions. This is a key role aimed at providing professional, efficient service to a wide range of users.

1

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